Optus has suffered a hiccup in trying to resolve its FIFA World Cup 2018 streaming woes, after sending customers a broken link as part of its promise to provide a refund.
The telecommunications company promised refunds to customers who had purchased a subscription to the Optus Sport platform to watch the World Cup, after glitches caused widespread problems for soccer fans trying to watch the game.
As part of the refund process, Optus sent out apology text messages on Friday afternoon.
“We’re very sorry for the issues you may have had watching 2018 FIFA World Cup on Optus Sport,” the messages read.
“You will receive a refund for your Optus Sport subscription payments made until 27.6.18. Any subscription payments until 1.9.18 will be deferred,” it says.
Android users were told the refunds would be applied to the payment method nominated on the Google Play Store account, which could take up to 14 days to come through.
Unfortunately, the link provided as part of the message – to offer.optus.com.au/optussportrefund/ - did not work, prompting an “unexpected error” page.
The page was later fixed by Optus' technical team, with the page showing an FAQ and information on how refunds will be processed.
Those who added an Optus Sport Premium subscription to their Optus telco bill will see it refunded as credit on their next bill, with those who bought an Epic Data Plan recharge which came with a voucher for Optus Sport to be given a refund of the recharge amount.
Apple and Android customers who bought through apps are likely to see refunds within 10 days.
It is understood the technical issue that caused the streaming problem has since been fixed, however on Thursday Optus agreed to let public broadcaster SBS show the rest of the World Cup matches.
Optus had planned to show 39 of the 64 matches exclusively through the telecommunications company’s sports broadcasting platform.
The Optus Sports platform cost $14.99, and was made available to non-Optus customers as well – having previously only been accessible by those paying for mobile and broadband products from the telco.
When Optus chief executive Allen Lew unveiled the World Cup rights, he told Fairfax he hoped Optus Sport subscribers would eventually become Optus Mobile or Optus Broadband customers if they had a good experience.